AccountId: 011433970860
ContactId: f58146e2-cc97-41b2-bfb9-14a1c602796c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 412010 ms
Total Talk Time (AGENT): 161020 ms
Total Talk Time (CUSTOMER): 181589 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/f58146e2-cc97-41b2-bfb9-14a1c602796c_20250110T23:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I am trying to get a uh a possible email address to uh send my wellness claim form.
[AGENT][NEUTRAL] OK sir, I can help you with your claim. Can you please give me your name and your callback number just in case our call gets dropped?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And my call back number is area code [PII].
[CUSTOMER][NEUTRAL] [PII] area code [PII] that's [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. Thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] Alright, now let me see if I know that now. I don't know. I've been trying to send this form in. uh, I'm not sure. Let me look on my, um, I don't know if I have it information reallyly available or not, but let me see.
[CUSTOMER][NEUTRAL] Because the fax number that's on this form, uh, you know, it, it never, I never could send it, uh, let's see here.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if my coin. Let me see if I let me speak about it. Let me see my, OK.
[AGENT][NEUTRAL] If you don't know it, I can look it up with your social security number.
[CUSTOMER][NEUTRAL] I think it looks like, uh, looks like I think is this that this might be it [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me look up that number real quick and see if that's your policy. I can look it up.
[AGENT][POSITIVE] Yes, I've got you.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please, for security reasons, verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] OK, and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Now my current address is [PII], but probably when I, I don't know if it's when I got this this policy, it was [PII] and at that time my address was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I am glad I asked you for your address. Um, I'll make sure that I get that updated to your correct address.
[AGENT][NEUTRAL] Uh, and also, do you have an email address, sir?
[CUSTOMER][NEUTRAL] Yes, uh, my personal email address is [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII], the num.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The number [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] OK, I've got that updated for you now let me go in real quick and update your address so we can make sure that we've got all your updated information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEGATIVE] So far
[AGENT][NEUTRAL] OK. [PII], and that is in
[CUSTOMER][NEUTRAL] Yeah, it may be uh yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] And the zip code?
[AGENT][NEUTRAL] OK, so nothing really changed except for that street address. Let me fix that.
[CUSTOMER][NEUTRAL] No, yeah, yeah, it just, it's just house around. I'm literally moved around the corner.
[AGENT][POSITIVE] Oh wow.
[AGENT][POSITIVE] That's awesome. didn't have drive that far.
[AGENT][NEUTRAL] OK, I've got your address updated and to answer your question about the claims we don't accept claims by email because it's not a secure way to send them and there's so much private information on those claim forms that we don't want anybody else to get a hold of that so the um fax number that we that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] We get our claims out and this is specifically for claims.
[AGENT][NEUTRAL] And let's make sure it's the same one you have. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, let me see if that's on my phone.
[CUSTOMER][NEUTRAL] Yeah, let me call on.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, [PII] correct?
[AGENT][POSITIVE] Yes, that's the correct number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I just need to
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] We also have a mailing address for claims too. Would you like the mailing address?
[CUSTOMER][NEUTRAL] Yes, let me take that as well.
[AGENT][NEUTRAL] OK, that would go to AP APL claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, down there.
[AGENT][NEUTRAL] And that is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, and that is located in [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're so welcome sir you have a blessed weekend thanks for calling APL.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Alright you too thank you bye bye.
[AGENT][POSITIVE] You're welcome, sir. Bye-bye.